Planet Fitness
reviews and complaints

I am a member at Planet Fitness in Rolla, MO. I have been a member here for quite some time and have always had a great experience with staff being helpful and friendly, this was not the case today. Today I went into the Planet Fitness where I live in Rolla, MO to tan. While another employee was speaking with me and checking me in, your employee Brittany asked if I had a mask, which my response was maybe, because I was unsure if I had one in my purse or it was left in the truck. No one has ever asked me to wear one inside until today, most likely because I only use the tanning beds. Brittany rudely states to me, "You are going to have to start wearing a mask when you come in here." I understand your policy on wearing a mask and I have no problem with it although I do prefer not to wear one if I don't have to due to lung issues I have. What I do have an issue with is the way I was spoken to, mostly the demeanor and tone I was was spoken to with. Brittany spoke to me in a very rude snotty manor. I was under the impression your gyms are supposed to be a very positive environment and your members are to be treated in a positive respectful way. A judgement free zone. Her attitude does not reflect that motto. It all could have been handled in a much different manor, a positive respectful one.
Thank you for your time.
Respectfully,
Keri Ann Headrick

I decided to cancel my gym membership with Planet Fitness because I had an indoor gym built as well as trying to decrease my risk of exposure to Covid-19.

I literally have not used Planet Fitness at all this year (2020) and had just been using my home gym to stay in shape. The primary credit card I had on file with them for my monthly charges was cancelled because I no longer use that bank. I understand it's my part to let the gym know when a credit card on file has been cancelled, but if you try to charge a CC on file that does not go through when you have charged it a few times, common sense would be to just cancel that person's membership.

I had to pay a balance due to cancel my membership when they CAN go back to my records and SEE that I haven't even been in to use their gym. That's theft. And I had to pay for the next MONTH's balance because I am cancelling AFTER the next month's due date. That is complete [censored]. Like I said, I have not been in to use their goddamn equipment at all this year. After I paid what was past due, I SHOULDN'T have had to pay for this month's at ALL since it is already cancelled. This is [censored]ing theft. And due to Covid they should be more understanding why I haven't been coming in so I don't feel like I own them any money, period.

I was charged extra to my account for the end of June, this is ridiculous because we were not notified, I was going to cancel my membership in march but due to covid I couldn't. the fact that you cant cancel over the phone is ridiculous esp during these times. I want the money back that was charged to my account since none of us customers got notified.

Public complaint regarding what I deem an unscrupulous tactic. I noticed a pf charge on my account & contacted the club immediately given that there's still an active pandemic in dekalb and gwinnett counties in georgia which is where my gym is located has been deemed among the highest. I contacted the local club because surely to charge an auto renewal without any email to members especially during this time was not a good policy coupled with the club having been closed (rightfully so) and to please cancel my membership immediately and to refund my account. The local employee suggested I reach out to corporate because they were told that under no circumstances to issue refunds and I expressed that this was an unscrupulous policy.

I proceed to write to corporate noting the above and this:
"before I take any additional action I am requesting that my account be credited immediately. How this is handled will dictate my desire to resume membership when conditions warrant and how I communicate my experience. Now is not the time to be on the wrong side of customer service."

I received this email from planet fitness

To:
Joyce larkins

Mon, jul 6 at 6:19 pm

Thank you for contacting us regarding your concerns with the annual membership fee charge. According to the contract signed upon becoming a member with planet fitness, which states "in order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership on or before the 25th of the previous month. The annual membership fee is fully earned when received and is non-refundable." we apologize for any inconvenience this may have caused you, however, unfortunately we will not issue you a refund based upon the contract you signed."

I responded to this email again expressing how unscrupulous this tactic is given the extenuating circumstances of an unprecedented pandemic that's taking place as well a publicly registering this to business bureaus and other media outlets. I am sure that I am not the only victim.

My response to pf email
To say that I am extremely disappointed in your practice is an understatement. This is an unscrupulous tactic given the extenuating circumstances during an unprecedented pandemic that's taking place. If you were truly interested in customer service you would have emailed your customers about the annual renewal reminder or to confirm if members wanted to continue just as you emailed about the closing of the gym. I am certain I am not the only victim and will be proceeding with registering and communicating this complaint.

I don't have a complaint as much as a suggestion. I know getting members to wipe down the machines is a constant battle. PF has great signage. What if you had small (12"?) sings made to look like a stop sign except in PF colors, reading, "STOP THE FLU and other illnesses. TAKE TIME to wipe down the equipment after you use it!"
I imagine these on posts at the ends of each row, or hanging from the ceiling tiles it rafters-tons if them.
Also, I've never heard one employee or trainer remind guests to wipe down equipment-even my first day when he was introducing me to the circuit. They should be constantly reminding, "thanks for wiping down the equipment-it's out way to fight flu".

The guy who introduced me to the equipment was in such a rush (I could hear his brain thinking, " just another fat lady who won't stick with it". ). Sorry but that was my impression.
Judy Logue
[protected]@satx.rr.com